AccountId: 011433970860
ContactId: 0703f8eb-4e57-4675-a646-ad1cbc6567eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141250 ms
Total Talk Time (AGENT): 53445 ms
Total Talk Time (CUSTOMER): 71724 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/0703f8eb-4e57-4675-a646-ad1cbc6567eb_20250411T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling because I have a paper that I'm trying to fill out, um, he's trying to get a short term disability started and it's uh APL it says employer initial claim form.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I'm assuming that y'all are supposed to fill it out.
[AGENT][NEUTRAL] Um, so the employer would be for whoever you work for.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we're the
[CUSTOMER][NEUTRAL] It says employee name and it's got a
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] There's no policy.
[CUSTOMER][NEUTRAL] That I have. He's trying to get his short term disability started and they gave him this pamphlet with about 4 different papers on here, but I don't have no claim number or nothing. It's got where it's got his occupation, hiring date, and this is a status of employment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't know all the information on it to fill it out, but because it says employer initial claim form, I'm assuming y'all were just fill uh fill it out.
[AGENT][NEUTRAL] We're not the employer, we're we're we just process the claims. So who does he work for?
[CUSTOMER][NEUTRAL] I got you. Pack IQ.
[AGENT][NEUTRAL] That's who will fill it out.
[CUSTOMER][NEUTRAL] OK, well they live, I mean, they're.
[CUSTOMER][NEUTRAL] Uh, how do I get it to them if they're in [PII], I'm sorry.
[AGENT][NEUTRAL] Um, you, you can see if they.
[CUSTOMER][NEUTRAL] Who would he take it to in [PII]?
[AGENT][NEUTRAL] You can see if they have a fax number or an email that you can send them the form so they can fill it out for you.
[CUSTOMER][NEUTRAL] OK, the only fax number I have is the I thought came to y'all because that's the number I called.
[AGENT][NEUTRAL] Right, but we
[CUSTOMER][NEUTRAL] So where does he get a fax number or something from them?
[AGENT][NEUTRAL] He needs to call them and then find out what their fax number or email address is because we just what we need from you is the employer form, the form he fills out, [PII] fills out, and then the form from the doctor. So there's 3 forms then you send all of those 3 forms to us and then we process the claim and then potentially pay out short term disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright I appreciate it thank you.
[AGENT][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh.